Stuck on screen with a rainbow circle with the text Erasing at the bottom

Discussion in 'Mobile' started by redhoodjt1988, Jun 12, 2019.

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  1. redhoodjt1988

    redhoodjt1988 New Member


    I have been fighting with my Razer Phone 2 now for 24 hours trying to get it to come back on. Yesterday morning I went to download and install the 7 Eleven app to see how many reward points I had under my phone number and to see what I could redeem them for. I opened up the app and nothing happened. Just a white screen. So I closed the app and tried to open it again. Same thing. I'm thinking to myself "Ok well this app just sucks." I go to uninstall the app and I get hit with an error popup message that reads "System UI not working" with two tappable buttons "About App" and "Close App". I tapped "Close App" after that my phone shut down and hasn't worked since.

    Methods I tried:
    Safe Boot = Utter failure
    Factory Reset = Utter failure
    Hard Reset = Utter Failure

    Last night before going to bed I decided I was going to try one last time to see if I can get it to work. I held the power button and volume up key down. Booted into the recovery menu. Selected wipe/factory reset. Let it do it's thing. When it finished I selected Reboot phone. It has been stuck on the same screen all night and is still stuck on that screen. The screen is in the title of the post but just in case it says: Erasing with a rainbow swirling ring in the middle of the screen. I can't do anything with the phone.

    I did already contact a live chat support agent and they told me that Razer's Warranty department will reach out to me with a shipping label and all this other stuff. Well I can't be without a phone for that long because I have children and I need to make sure that nothing happens to them I am the parent that is easily available and has the most flexible schedule with work. If there is anyone on here that can help me I would greatly appreciate it

    pancholr, DRIFT_IT and 0V3R_K1LL like this.
  2. Rox598

    Rox598 Keyblade Master VANGUARD

    Hey OP!

    I'm really sorry you're experiencing this issue :slightly_sad: have you tried the factory reset again at all?

    Failing that are you familiar with Fastboot and ADB on the computer? It's the only other option I can think off to try and get you up and running.
  3. redhoodjt1988

    redhoodjt1988 New Member

    I have already tried the factory reset again. And the phone will not allow me to get past the Erasing screen to setup the phone to try the Fastboot and ADB option of flashing the phone.
  4. Rox598

    Rox598 Keyblade Master VANGUARD

  5. redhoodjt1988

    redhoodjt1988 New Member

    When it restarts it won't let me go into the recovery menu. I am having Razer Support send me a shipping label and just going to pay for a replacement.
  6. Rox598

    Rox598 Keyblade Master VANGUARD

    Sorry I couldn't be of any help :slightly_sad: hopefully the RMA goes quickly for you but if you have any problems please feel free to message me and I'll be happy to help.
  7. redhoodjt1988

    redhoodjt1988 New Member

    Not a problem. I hope that the RMA goes quickly as it stands I haven't heard back from them about my shipping label. So I have no idea how long it is going to take. They told me 3 - 5 business days but it's already pushing 4 days and nothing. Getting a little irritated with their mobile support. It's nothing like their laptop support team.
  8. Rox598

    Rox598 Keyblade Master VANGUARD

    Ah let me see if I can get someone to check up on this for you see if we can speed things up for you :)
  9. redhoodjt1988

    redhoodjt1988 New Member

    That would be awesome. I really need my phone working. I am currently using a temporary phone through my work this way I can still be notified if an emergency happens with my kids but I don't know how much longer I will have the ability to use it. So being able to get things moving forward getting my phone back would be really helpful. Thank you for all your help.
    DRIFT_IT likes this.
  10. Razer.Winteryang

    Razer.Winteryang Ice Bear Staff Member

    Hey there! If you can drop me a PM with your case number, I'd like to help out make a follow-up on your ticket to the appropriate team. Looking forward to your message.
    DRIFT_IT and 0V3R_K1LL like this.
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